Job Req ID: 30486Job Summary:The Sr. Manager, System Repair Operations lead and scales system repair and RMA operations for server, storage, and advanced computing hardware. This role is responsible for overall repair performance, including throughput, quality, turnaround time, capacity, cost, and customer commitments.
The Sr. Manager provides leadership across repair and test operations, develops managers, supervisors, and technical teams, and establishes the processes, resources, and performance standards required to support business growth. The role partners closely with Engineering, Quality, Supply Chain, Manufacturing, Customer Support, and other cross-functional organizations to resolve complex technical and operational issues and continuously improve repair performance.
Essential Duties and Responsibilities:- Provide overall leadership for system repair, RMA, rework, and test operations from incoming diagnosis through repair, validation, and final disposition.
- Lead, develop, and manage repair managers, supervisors, leads, technicians, and supporting personnel to achieve operational and business objectives.
- Establish daily, weekly, and quarterly repair capacity, throughput, backlog, and turnaround-time targets.
- Own key operational metrics including repair turnaround time (TAT), throughput, first-pass yield, repair yield, scrap rate, repeat failure rate, productivity, backlog, and cost per unit.
- Develop staffing, shift, equipment, floor-space, and test-capacity plans based on forecasted repair volume and customer requirements.
- Drive operational strategies to increase repair capacity, improve productivity, reduce backlog, and support changing business demand.
- Lead root-cause analysis and corrective-action activities for recurring system, board, component, and process failures in partnership with Engineering and Quality.
- Establish escalation processes for complex, high-priority, aging, and customer-critical RMA units and ensure timely resolution.
- Partner with Supply Chain and Materials teams to ensure availability of spare parts, replacement components, FRUs, and repair materials required to maintain production flow.
- Drive continuous improvement initiatives focused on repair efficiency, workflow optimization, automation, test effectiveness, quality, and cost reduction.
- Establish and maintain standardized repair procedures, work instructions, troubleshooting guides, technical documentation, and training programs.
- Ensure compliance with ESD requirements, workplace safety standards, quality procedures, and applicable manufacturing and repair controls.
- Review repair failure data and trends to identify systemic hardware, manufacturing, supplier, or process issues and communicate findings to Engineering, Quality, and business leadership.
- Develop technician capability through structured training, skills assessment, certification, cross-training, and succession planning.
- Manage departmental headcount, overtime, equipment, tooling, and operating expenses within approved budgets.
- Support the implementation and optimization of ERP, MES, RMA, and repair-tracking systems to improve workflow visibility, traceability, and operational reporting.
- Establish dashboards and management reporting for repair output, backlog, aging, TAT, yield, quality, staffing, capacity, and operational constraints.
- Provide regular operational updates, risk assessments, recovery plans, and capacity recommendations to senior leadership.
- Partner with Customer Support, Account Management, and business teams to establish priorities and meet customer service and turnaround commitments.
- Support new product introductions by developing repair readiness, diagnostic capability, test processes, spare-parts strategy, documentation, and technician training.
- Identify operational risks and develop contingency and recovery plans to maintain business continuity and customer support.
Qualifications:- 12+ years of experience in electronics repair, system repair, RMA, manufacturing, test, or hardware operations, including 4+ years in people-management or operations-leadership roles.
- Demonstrated experience leading medium-to-large repair, manufacturing, or technical operations teams.
- Strong knowledge of server, storage, computing, or related electronic hardware repair and test processes.
- Strong understanding of system-level and board-level troubleshooting, failure analysis, diagnostics, rework, and validation processes.
- Demonstrated experience managing operational KPIs including throughput, turnaround time, backlog, yield, quality, productivity, scrap, and cost.
- Experience with capacity planning, workforce planning, production scheduling, and resource allocation.
- Experience using ERP, MES, RMA, or manufacturing systems for workflow management, material tracking, traceability, and operational reporting.
- Proven ability to lead root-cause analysis, corrective actions, and continuous-improvement initiatives.
- Strong leadership and organizational skills with demonstrated ability to develop managers, supervisors, leads, and technical teams.
- Strong analytical and problem-solving skills with the ability to translate operational data into corrective actions and business decisions.
- Strong cross-functional communication skills with experience working with Engineering, Quality, Supply Chain, Manufacturing, Customer Support, and senior management.
- Bachelor's degree in Electrical Engineering, Electronics Engineering, Manufacturing, Operations Management, or a related field, or equivalent combination of education and relevant experience.
Preferred Qualifications- Experience supporting high-performance computing, GPU servers, AI infrastructure, data-center hardware, or high-density server platforms.
- Experience managing high-volume RMA or repair operations with aggressive turnaround-time and customer-service requirements.
- Experience with Lean Manufacturing, Six Sigma, Kaizen, or other continuous-improvement methodologies.
- Experience developing repair capacity models, headcount plans, productivity standards, and operational forecasts.
- Experience supporting new product introduction (NPI), engineering change implementation, and repair-readiness programs.
- Experience working in a fast-paced manufacturing environment where repair volume and customer priorities change rapidly.
Salary Range$150,000 - $190,000
The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.
